Case Study: Blue Casa
Telecom Company Delivers More Personal Service and Increases First Call Resolution by 25%
Industry
Telecomm
Key Use Case
Personalized Customer Interactions
Solution Deployed
RiverStar Studio
Company
Blue Casa Communications provides calling plans, bundled services, and local and long distance home telephone services exclusively to California residents.
Challenge
Blue Casa customer service agents were using a CRM package designed for the telecom industry. While it was functional, it did not help Blue Casa deliver the personal, consistent service they wanted. The company needed a process-based tool that would trigger dialogs based on caller needs, allowing agents to consistently deliver high-quality care.
Solution
RiverStar built a solution that integrated with Blue Casa’s existing CRM and legacy infrastructure. RiverStar Studio was used to pull together rules-based scripting, real-time data dips to and from the CRM, and a process design that optimized customer care opportunities. With the new system, First Call Resolution increased 25% as service improved, and customer service operating costs declined.
Key Benefits
25% increase in first call resolution
Improved, personalized customer experience
Our strategy focuses on providing high-quality service in order to enhance the consumer experience. To enable this, we chose RiverStar Unified Agent Desktop. As we introduce additional products and expand our customer base, the customizable platform will be essential in maintaining our high level of customer care. RiverStar has been an extremely responsive partner for Blue Casa.
Brian Plackis Cheng
Chief Operations Office
Blue Casa Communications
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Convergys
Global technology company uses RiverStar to increase agent productivity and reduce costs.
